Hello,
We are working with a client who uses eGain 21 for their customer service operations. They would like to know how a supervisor can change an agent’s availability status (e.g., Available, Break, Training etc.).
Additionally, are there specific permissions or settings that need to be enabled for the supervisor to perform this action? Any guidance or documentation references would be greatly appreciated.
Hello,
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Best,
Saurav S.
Community Moderator
Hello ddamola,
This is Vicky. I am new in the eGain community but yesterday I had the same question.
I found this material:
Not Ready Codes:
To help supervisors and administrators track agent activity, Not ready Codes can be created to provide reasons as to why an agent might become unavailable. These codes can de made mandatory so that agents must select a reason code each time they mark themselves unavailable.
Within the following link, please go to Classifications> About Classifcations> Related topics> Creating Not Ready Codes
Hope this helps.
Kind regards,
Vicky